SME CVM Manager

## SME CVM Manager Apply locations:
Nottingham UK:
London UKtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 25, 2026 (13 days left to apply) job requisition :
JR103661

The SME CVM Manager will own and drive the end to end customer lifetime and value strategy for SME. They ensure customers are engaged, valued, and retained in a highly competitive UK energy market. The CVM Manager is responsible for driving and maximising customer lifetime value by managing end to end customer lifecycle - from onboarding through growth, retention and winback.

This role will act as the business’s retention champion, working cross-functionally to deliver a measurable impact on churn, NPS, and customer profitability. This role will oversee the performance across all SME acquisition and retention channels,including TPI/Brokers, telesales, e-commerce, renewals, and business moves.
**** Key Responsibilities
**** Strategy & Planning
* Execute the SME sales and retention strategy across acquisition and lifecycle management. Including campaign management, strategic reviews, segmentation.
* Manage the KPIs/performance reporting and insight for sales volumes, retention outcomes, switches, losses, on supply and portfolio profitability.
* Owning the performance deep dives to highlight risks and opportunities to customer numbers and/or gross margin.
* Balance growth objectives with customer experience.

Channel & Retention Oversight
* Oversee performance and outlining the overall story across TPI/Broker, telesales, and e-commerce acquisition channels.
* Own renewals and business move strategies for SME customers.
* Channel owner for SME Online renewals and switches.
* Oversee gross margin performance of sales and renewals across all channels, understanding the drivers of gross margin and ensuring risks are highlighted and managed with commercial teams.

Stakeholder Influence
* Partner with CRM, E-Commerce Tech & Data, Digital, Operations, Credit, and Finance to deliver SME growth plans.
* Working closely with data and tech to outline requirements and drive these forward to support automation of key items in SME.
* Represent SME sales and retention performance to senior stakeholders weekly.
* Influence proposition, pricing, and product development to support SME segment needs.
* Line manager to CVM Analyst and CVM Lead, being the point of escalation and prioritisation.
**** Key Skills & Experience
***** Significant experience in SME/B2B sales and retention, ideally in energy, telco, or financial services.
* Track record in delivering sales growth through brokers, telesales, and digital channels.
* Strong understanding of SME retention drivers and lifecycle management.
* Excellent leadership and stakeholder management skills.
* Commercially focused with strong analytical ability.
**** Measures of Success
***** Growth in SME customer volumes and market share.
* Churn Reduction
* Improved renewal conversion and business move retention.
* Increased SME customer lifetime value and profitability.
* Growth through upsell & cross sell
* Growth in overall customer lifetime value (CLV).
* Net promoter Score (NPS) a customer happiness score
* Increased win back rates and recovery of lost customers.
* Oversees CPA guardrails & mechanisms
* Compliance adherence across all activities.
** Here’s what else you need to know**
* ** Role may close earlier due to high applications.**
* ** 12 Month Fixed Term Contract
*** Competitive salary
* Location – London or Nottingham  with travel to our other sites when required.
* Excellent parental leave allowance.
* ** Award-Winning Workplace** - We’re proud to be named a
** Sunday Times Best Place to Work 2025
** and the
** Best Place to Work for 16–34-year-olds**
* ** Outstanding Benefits** - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings
* ** Flexible & Family-Friendly** - Our industry-leading hybrid and family-friendly policies earned us double recognition at the
** Personnel Today Awards 2024**. We’re open to discussing how flexibility can work for you
* ** Inclusive & Diverse** - We’re the only energy company…